**Position: Monitoring Center Manager**
**Company**: SG MONITOREO
**Location**: Querétaro, Mexico
**Job Type**: Full-time
**Work Schedule**: Monday to Saturday, 10:00 a.m. to 7:00 p.m., with a one-hour lunch break. Availability for meetings outside regular working hours if necessary.
**Salary**: $25,000 - $30,000 MXN per month, depending on experience
SG MONITOREO is seeking a Monitoring Center Manager committed to operational excellence and security. This essential role is responsible for the comprehensive supervision and operation of our monitoring center, ensuring the highest quality standards and service level agreements (SLAs) are met. The Manager will lead the monitoring team, enforce intervention protocols, and continuously optimize efficiency in incident management.
**Key Responsibilities**:
- Oversee and supervise daily operations of the monitoring center, ensuring high-quality service and SLA compliance.
- Set and monitor the center’s KPIs, implementing improvements in monitoring processes as needed.
- Manage and develop the team of supervisors and analysts, fostering a collaborative and high-performance work environment.
- Coordinate initial and ongoing staff training to ensure procedures and protocols are up to date.
- Regularly evaluate and update incident response and fatigue intervention protocols.
- Generate performance reports and data analyses to identify areas for improvement.
- Collaborate with the IT department and other teams to ensure updated and functional monitoring tools and software.
- Lead and participate in continuous improvement initiatives and process optimization for the center.
**Requirements**:




- **Education**: Bachelor’s degree in Administration, Engineering, Security, or related field.
- **Experience**: Proven experience in monitoring center management, security, or customer service, with leadership experience.
- **Languages**: Advanced English (ability to understand and communicate technical and operational information fluently).
- **Skills and Knowledge**:
- Excellent leadership and decision-making skills.
- Strong organizational skills with a focus on achieving objectives.
- Experience in team management and talent development.
- Knowledge of monitoring tools and management software.
- Analytical skills to interpret performance metrics and optimize processes.
- Excellent communication and problem-solving skills.
**We Offer**:
- A dynamic work environment focused on continuous improvement.
- Training on advanced monitoring and management systems.
- Opportunities for professional growth and career development.
- Benefits above the legal requirements.
**Interested in joining SG MONITOREO?**
Pay: $25,000.00 - $30,000.00 per month
Application Question(s):
- Can you describe a specific experience where you managed operations in a monitoring or customer service center? What key strategies did you implement to enhance service quality and efficiency, and how did you measure their success?
- Do you hold any English language certifications? If so, could you share how your proficiency has contributed to managing and coordinating with teams, especially when handling technical or operational information in English?
Work Location: In person
Expected Start Date: 02/12/2024

📌 Monitoring Center Manager (Santiago de Querétaro)
🏢 Sg Monitoreo
📍 Santiago de Querétaro